Module 3 - Intro to Services.pdf - Module 3 Service Design Aalto Introduction to Services Master’s program in Information and Service Managemen

Module 3 - Intro to Services.pdf - Module 3 Service Design...

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Module 3: Service Design Aalto Introduction to Services Master’s program in Information and Service Managemen
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Service design is regarded as transforming a service to meet the user's and customer's needs for that service. The model has been prepared by focusing on the service processes of Tamarin Restaurant located at Kamppi area. It is famous for tasty food with very affordable price. The price ranges from 10 to 25 €. The key target of the restaurant is to employees working around the area and people who visit the shopping mall looking for a lunch spot. The size of the restaurant is not too big. With 20 tables, the restaurant is able to serve 50 – 60 customers during lunch hours. To analyze the customer experience of the restaurant’s services, a customer journey map with various touchpoints is created. Customer experience contains 5 stages, namely anticipate, enter, engage, exit and reflect. There are 7 main touchpoints in the total experience related to the restaurant when a customer go there for lunch. The first touchpoint is office (anticipate), which means
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